1. Critical Drivers to be Managed for IT Managed as a Business IT Success Elements IT Overview

2. Elements of IT Success Critical Drivers 1. Alignment Ability to identify, highlight, plan for, measure, and improve on areas that drive a quality IT operation and to link these to the business’s strategies and objectives IT Governance and Leadership Ability to focus, lead, and govern activities, which enable delivery cost-effective, high-class services in a high-performance manner Ability to build a culture of continuous improvement based upon best practices Ability to establish a vision and strategy directly linked to a key business objectives D D Business Management Liaison Application of customer relationship management practices Development of agreed objectives, levels of services and cost/services fees Defined and operational service level agreements Performance Measurement/Analysis Reporting

3. IT Overview Elements of IT Success 2. Support Addressing the ongoing care and support of a fully functional operation business, with focus on financial and human resource management Organizational and People Skills Balance between centralized and locally required Understanding of global and regional business needs Finance and Budgeting Sourcing Management and Legal/Contact Issues Marketing and Communication Critical Drivers

4. IT Overview Elements of IT Success 3. Operations Critical Drivers The “manufacturing plant” of the IT organization, which is 24/7 infrastructure service delivery and the provisioning and maintenance of core application systems Cost Effective Service Delivery Enterprise Core System Execution Effective selection or development of supportive application functions Cost-efficient implementation of business functions Maintenance of application functions and technology foundation

5. IT Overview Elements of IT Success 4. Resiliency Critical Drivers Providing the overall protection of the enterprise wide IT assets (hardware, software, networks, services, and staff) to prevent situations that would cause major damage and/or disruptions Security/Confidentiality/Privacy Data Management and Quality Business Continuity/Disaster Recovery

6. IT Overview Elements of IT Success 5. Leverage Critical Drivers Development, continuous building and enhancement of IT literacy across the entire organization, which enables operations to derive maximum benefits from IT assets Technology Competencies and Skills E-Learning and Social Computing

7. IT Overview Elements of IT Success 6. Futures Critical Drivers Providing the ability and vision to be cognizant of leading technology, which can effect the applications and infrastructure the company has deployed Vendor Relationship Management Customer Relationship Management Standards Groups

8. IT Overview Elements of IT Success IT fails to deliver value to the business as the result of over simplification and focus on a single point within the IT DELIVERY FRAMEWORK. Concentration on four areas which cross the business 1.Policy/Risks 2.Organization/People 3.Process/Procedures/Controls 4.Systems/Technology POPS